Senior Community Support Engineer at Retool in San Francisco, CA

ABOUT RETOOL

Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.

At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.

Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.

Let's build the future together!

WHY WE'RE LOOKING FOR YOU

Our customer base is rapidly expanding, and with it comes a growing need for customer-centric support. As we broaden our product offerings, we’re receiving more questions and feedback from developers building with Retool. To address this, we’re adding Community Support Engineers to provide technical advice in public spaces, like our Developer Forum, and foster an active developer community that helps builders succeed with Retool.

WHAT YOU'LL DO

As a Senior Community Support Engineer, you’ll deliver clear, technical solutions to developer challenges in publicly accessible spaces, such as our Developer Forum and live Office Hours. You’ll regularly research novel topics, provide actionable feedback to internal teams, and create resources like “how-to” guides and demo apps that benefit countless builders. A core part of this role is building knowledge that scales, transforming individual support interactions into reusable content that helps the broader developer community self-serve.

You’ll work across a broad technical landscape, tackling challenges like debugging database connections and APIs, optimizing Retool deployments, writing JavaScript examples, and solving API authentication issues. Whether helping in live sessions or forums, you’ll constantly learn and adapt to new technologies.

Beyond technical support, you'll play an active role in shaping the health and culture of our developer community. This means recognizing and elevating quality contributions, keeping discussions on-topic and constructive, and ensuring the forum remains a welcoming space for builders at every skill level. You'll develop a feel for community dynamics - spotting when engagement is slipping, surfacing trending pain points, and helping newer members find their footing.

WHO YOU'LL WORK WITH

You’ll partner with other Community Support engineers and closely collaborate with support and software engineers across Retool. Together, you’ll troubleshoot issues, train new team members, and foster an active developer community.

You’ll regularly engage with Product and Marketing teams in order to support new feature and product launches, anticipating customer needs and subsequently funneling feedback to the most relevant stakeholders in real time.

Community Support is part of the broader Support organization, which spans SF, NYC, and London. Despite our growth, we maintain a tight-knit, collaborative culture, united by a shared passion for helping customers and building an innovative product.

IN THIS ROLE, YOU WILL:

• Engage daily with users via the Developer Forum and live Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Explore our codebase, logs, and test instances to resolve complex problems.
• Maintain and curate the Developer Forum to ensure it feels active, useful, and accessible.
• Augment 1:1 support with scalable knowledge base articles.
• Advocate for customer needs and collaborate with Engineering and Product on improvements.
• Facilitate developer engagement and feedback during Office Hours and forum discussions.
• Own various projects and improvements that directly impact Community health metrics like response time, engagement, and deflection

THE SKILLSET YOU'LL BRING:

• 3+ years of experience in support engineering, advocacy, or developer education roles.
• Advanced proficiency in JavaScript and web development.
• Experience with SQL or NoSQL databases and API authentication methods (e.g., OAuth 2.0, Okta, SAML).
• Ability to lead live troubleshooting calls and assist customers with Retool.
• Strong written and verbal communication skills in English.
• A creative, problem-solving mindset with a user-first approach.
• Passion for education and empowering developers through teaching.
• A critical eye for identifying process gaps and a track record of building out systems to address them.
• Experience creating or contributing to technical knowledge bases, documentation, or self-serve resources at scale.
• Familiarity with major cloud providers (AWS, Azure, or GCP), networking, and containerization tools like Docker or Kubernetes is a plus.

Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!

Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.